Shipping policy

Shipping Policy

Thank you for shopping with Saddle Naps! We want you to know exactly what to expect from the moment you place your order to the moment your pillow arrives at your door. Please read this policy carefully before purchasing. By placing an order, you agree to the terms below.

1. All Orders Are Pre-Orders

Every Saddle Naps product is sold as a pre-order. This means your item is not sitting on a shelf waiting to ship. It is reserved and prepared for you after you purchase.

  • Pre-order period: 30 days. The pre-order period begins on the day your order is placed and lasts 30 days.
  • During this time, your order is confirmed, prepared, quality-checked, and packed for shipment.
  • Your payment is collected at checkout to secure your order.
  • You will receive an order confirmation email right after you purchase. If you don’t see it, please check your spam or promotions folder.

We sell this way so we can keep our quality high and our prices fair. We appreciate your patience. It’s worth the wait.

2. Shipping Time After the Pre-Order Period

Once the 30-day pre-order period ends, your order ships out.

  • Shipping time: 6 to 12 days after the pre-order period ends.
  • Total estimated time from purchase to delivery: approximately 36 to 42 days.
  • In many cases, orders arrive sooner than this estimate. However, we ask that you allow the full time frame before contacting us about a delayed order.

Shipping times are estimates, not guarantees. Carrier delays, weather, holidays, and high order volume can occasionally add extra time. We will always keep you updated if your order is running behind (see Section 5).

3. Order Tracking

  • As soon as your order ships, you will receive a shipping confirmation email with a tracking number.
  • Tracking information can take 24 to 72 hours to update after you receive it. If your tracking link shows “not found” or “pre-shipment” at first, that is normal. Please check back in a few days.
  • If your tracking has not updated in more than 7 days, email us and we’ll look into it for you.

4. Shipping Rates and Destinations

  • Shipping rates are calculated and shown at checkout before you pay. [Edit if you offer free shipping: “We offer FREE standard shipping on all orders.”]
  • We currently ship to: [the United States only / list your countries].
  • We are unable to ship to P.O. boxes or APO/FPO addresses at this time. [Delete this line if you can ship to them.]

5. Delays

We take our shipping estimates seriously. If for any reason we are not able to ship your order within the time frame stated in this policy, we will:

  1. Notify you by email before the original estimated ship date passes, with a new estimated ship date; and
  2. Give you the choice to either accept the new date or cancel your order for a full refund.

If you choose to cancel, your refund will be issued to your original payment method.

6. Cancellations (24 Hours Only)

  • Orders can only be cancelled within 24 hours of purchase.
  • To cancel, email saddlenaps@outlook.com within 24 hours of placing your order, with your order number and the subject line “Cancel Order”.
  • Cancellations requested within 24 hours receive a full refund to the original payment method.
  • After 24 hours, orders cannot be cancelled, changed, or refunded, because your order has already entered the pre-order process. The only exception is a delay as described in Section 5.
  • Refunds typically take 5 to 10 business days to appear, depending on your bank or card provider.

7. Shipping Address Accuracy

Please double-check your shipping address before completing your purchase. We are not responsible for orders shipped to an incorrect or incomplete address entered at checkout.

  • If you notice a mistake, email us as soon as possible. We can update your address any time before your order ships.
  • Once an order has shipped, we cannot change the address.
  • If a package is returned to us because of an incorrect address, we will contact you. Reshipping costs may apply.

8. Shipping Protection

At checkout you can add Shipping Protection to your order.

What Shipping Protection covers:

  • Shipping Protection covers your order only if the product arrives damaged.
  • If your order arrives damaged, we will send you a free replacement or issue a refund, at our discretion.

What Shipping Protection does NOT cover:

  • Packages that tracking shows as delivered but that you say were not received, or that were lost or stolen after delivery (porch theft).
  • Orders shipped to an incorrect address entered at checkout.
  • Normal shipping times, the 30-day pre-order period, or carrier delays.
  • Damage caused after delivery, by misuse, or by normal wear and tear.
  • Change of mind, sizing, or color preference.

How to file a damage claim:

  1. Email saddlenaps@outlook.com within 7 days of delivery.
  2. Include your order number.
  3. Attach clear photos of the damaged product and the outer shipping package / box.
  4. Keep the item and packaging until your claim is resolved.

Claims sent more than 7 days after delivery, or without photos, may not be eligible.

Orders without Shipping Protection: if your order arrives damaged and you did not purchase Shipping Protection, contact us anyway. We review these case by case, but a replacement or refund is not guaranteed.

Shipping Protection is optional and non-refundable once your order has shipped.

9. Lost Packages

If your tracking has stopped updating and your package has not been marked as delivered, contact us. We will open an investigation with the carrier. If the carrier confirms the package is lost in transit, we will send a replacement or refund your order.

If tracking shows your package as delivered but you can’t find it, please:

  • Check around your property, with neighbors, building management, or your mailroom.
  • Wait 48 hours. Carriers sometimes mark packages delivered early.
  • Contact your local carrier office.

If the package still cannot be found, email us and we’ll do our best to help, but packages marked as delivered are not covered by Shipping Protection.

10. Holidays and Peak Seasons

During holidays and busy shopping periods (including Black Friday, Cyber Monday, and the weeks before Christmas), carriers handle higher volumes and delays are more common. Please keep the 30-day pre-order period plus the 6–12 day shipping time in mind when ordering a gift. We recommend ordering early.

11. Customs, Duties, and Taxes

[Delete this section if you only ship within the U.S.]
For orders shipped outside the United States, you may be charged customs duties, import taxes, or fees by your country. These charges are the customer’s responsibility and are not included in the price or shipping cost. Saddle Naps is not responsible for delays caused by customs.

12. Multiple Items

If you order more than one item, your order may arrive in separate packages on different days. You will receive tracking for each package.

13. Changes to This Policy

We may update this Shipping Policy from time to time. Any changes apply to orders placed after the update is posted on this page.

14. Contact Us

Have a question about your order or shipping? We’re here to help.

Email: saddlenaps@outlook.com
We reply to all emails within 24 to 48 hours, Monday through Friday.

Please include your order number in every email so we can help you faster.

Thank you for supporting Saddle Naps! 🤠